Many of us in the unified communications space are closely watching the face-off between Cisco and Microsoft, the top two vendors mentioned in the October 2012 TechTarget survey, to see what impact this will have on the UCC marketplace and the contact center industry in …

Don’t know if you caught the recent MPN Live episode, The Three Ws: Women Watch Win, but I was lucky enough to have a free 30 minutes during my lunch hour last week. I was scanning updates on FaceBook and noticed a post from the …

Jane Hendricks also recently pointed out, social customer care is not to be confused with social presence. Simply having a visible and active social presence in the form of a Twitter account, Facebook page and even a blog doesn’t necessarily translate to an organization’s ability …

We are closing out on another banner year for the contact center. Thanks to an ever-increasing range of devices and communication channels, the importance of the contact center and its ability to engage effectively with consumers are especially high. Aspect executives and thought leaders on …

If you’re among the majority of business leaders who now view customer experience as a strategic imperative, you may be looking at 2013 with an eye toward gaining momentum in your journey toward greater customer engagement and brand loyalty.

As I mentioned last week, now is the time to be looking at technology and infrastructure investments and seeing how your current resources match up with your contact center goals and objectives. With customer experience as an ever-growing consideration among decision makers, it’s worth asking …